How to prevent ticket status changes on reply? - Kayako

NC Software · Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE

I have a ticket set to "on hold" and I don't want it reset to OPEN when the customer replies as it is then subject to auto-close. I don't mind if a closed ticket is changed to OPEN on a reply, but not an "on hold" status.

NC Software · 11-09-2006, 01:55 PM

My suggestion is that when defining statuses there is a bit/checkbox that says something like "Change to <select status> on reply" (<select status> is a drop down of other available statuses configured that a reply will set this ticket to on reply.

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NC Software Offline Member Posts: 466 Join Date: Dec 2005 Location: Sitting	How to prevent ticket status changes on reply? - 28-04-2006, 03:33 PM I have a ticket set to "on hold" and I don't want it reset to OPEN when the customer replies as it is then subject to auto-close. I don't mind if a closed ticket is changed to OPEN on a reply, but not an "on hold" status. Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE

NC Software Offline Member Posts: 466 Join Date: Dec 2005 Location: Sitting	11-09-2006, 01:55 PM My suggestion is that when defining statuses there is a bit/checkbox that says something like "Change to <select status> on reply" (<select status> is a drop down of other available statuses configured that a reply will set this ticket to on reply. Neal Culiner NC Software, Inc. Visual Basic .NET Forums 3.30.02 STABLE